Plumbing Service Manager

Job Description

Job Description

Salary: $90,000 - $115,000

Job Title: Plumbing Service Manager

Location: Lincoln, NE
Position Type: Full-Time, 40+ hours per week

FLSA Status: Exempt

Compensation: $90,000 - $115,000 base salary, plus performance bonus

Target Total Compensation: $110,000 - $150,000+, depending on experience and department results

About Action:

Action Plumbing, Heating, Air Conditioning & Electrical is a 100% locally owned, family-led company based in Lincoln, Nebraska. We provide plumbing, HVAC, electrical, construction, and service work throughout the region.

While many companies in our industry have been bought by private equity or out-of-town ownership groups, Action remains locally owned and locally operated. Our decisions are made here, by people who live here, work here, and care about the long-term future of our employees, customers, and community.

We are growing, but we are still rooted in the same standards that built the company: follow through, keep our commitments, do the right thing, serve others well, communicate honestly, take ownership, and keep improving.

Our Core Values

INTEGRITY: We follow through, keep our commitments, and do the right thing.

EXCELLENCE: We take pride in our work and look for ways to get better every day.

LEADERSHIP: We serve our customers, support our teammates, and bring a positive attitude.

TRUST: We communicate honestly, act reliably, and earn confidence through our actions.

ACCOUNTABILITY: We take ownership, solve problems, and stand behind the work we do.

Benefits: Whats in it for you?

• Health insurance - Action pays up to 82% of the employee health insurance premium depending on plan selection. Multiple plan options and deductible amounts offered.
• Dental and Vision insurance
• Life and Accidental Death/Dismemberment insurance with guaranteed issue amount of $150,000 for new employees
• Short- and Long-Term Disability insurance
• Section 125 cafeteria Flexible Spending Account or Dependent Care Spending Account Plan for eligible medical, dental, vision, and dependent care expenses
• Critical illness insurance and Long-Term Care with Term Life Insurance
• Accident insurance
• Paid time off, paid holidays, and bereavement leave
• 401(k) retirement plan after one full year of employment with Action match from 1% to 4% of employee contributions

Position Summary:

The Plumbing Service Manager is responsible for leading and growing Action's plumbing service department. This role is responsible for technician performance, customer experience, department profitability, pricing consistency, scheduling discipline, service quality, and daily service execution. This is not just a technical role. We need a leader who can manage people, drive accountability, improve daily operations, protect profitability, and help build a stronger plumbing service department. The right person will lead from the front, support technicians, improve systems, communicate clearly, and make sure customers are taken care of right away.

Key Responsibilities:

• Lead, coach, and hold plumbing service technicians accountable.
• Oversee daily plumbing service operations, including diagnostics, repairs, water heaters, drains, fixture repairs, remodel/service work, and light commercial service calls.
• Work closely with dispatch and customer service to improve scheduling, response time, communication, and customer experience.
• Monitor technician productivity, average ticket, callback rates, billable efficiency, and customer satisfaction.
• Review service tickets, job notes, pricing, photos, parts usage, and billing accuracy.
• Ensure technicians follow company pricing standards, service call procedures, flat-rate pricing, and T billing where applicable.
• Help technicians improve technical skills, customer communication, repair options, and professionalism.
• Manage department performance against revenue, gross margin, and net margin goals.
• Support recruiting, onboarding, training, and retention of plumbing service technicians.
• Help resolve customer issues quickly, honestly, and professionally.
• Promote a culture of ownership, urgency, accountability, safety, and high-quality service.

Ideal Candidate:

The ideal candidate is a proven plumbing service leader who understands the technical side of plumbing and the business side of service. They can lead technicians, manage daily workflow, communicate with customers, support dispatch, and protect department profitability.

Required Qualifications:

• Plumbing service experience.
• Strong understanding of residential and light commercial plumbing service.
• Ability to coach technicians on diagnostics, repairs, communication, pricing, and job performance.
• Strong customer service and conflict-resolution skills.
• Ability to review service tickets, job notes, pricing, and technician productivity.
• Strong communication and follow-through.
• Valid driver's license.

Preferred Qualifications:

• Prior leadership, supervisor, or service management experience preferred.
• Ability to coach technicians on diagnostics, repairs, communication, pricing, and job performance.
• Journeyman or master plumbing license preferred.
• Experience with ServiceTitan, Service Factor, or similar service management software.
• Experience managing service KPIs, dispatch coordination, pricing discipline, callbacks, and technician performance.
• Experience growing a profitable plumbing service department.

Work Conditions & Requirements:

• Work is performed in both office and field environments, including customer locations, commercial sites, and mechanical rooms.
• Regular travel to service locations is required.
• Must be available to respond to after-hours emergencies, customer issues, and technician support needs as necessary.
• Occasional evening and weekend work may be required to meet operational demands.
• Must be able to sit, stand, walk, bend, and reach for extended periods.
• Ability to occasionally access small spaces and inspect plumbing installations and repairs.
• Ability to lift and carry up to 25 pounds occasionally.

Why Join Action:

This is an opportunity to lead and grow an important department inside a strong, established, locally owned company. We are looking for a leader who wants ownership, accountability, and the ability to build a better service team.

We are looking for people who want more than just a job. We want team members who take ownership, communicate honestly, service others well, and want to build a long-term career with a company committed to doing things the right way.